Optimising your Contact Centre investment through effective reporting

Monitoring overall performance levels against your core metrics

Having invested in a best practice customer contact technology infrastructure, you’ll need to have the right Contact Centre Reporting solutions in place to ensure you’re optimising your Multichannel investment.

Effective Contact Centre Reporting provides all the real-time, historical, and integrated reporting you need to track all contact centre activities, giving you the feedback you need to monitor overall performance levels against your core KPIs and metrics.

Supervisor features are also important, allowing contact centre managers to monitor specific areas of performance in real-time, giving them the ability to track relevant Call Centre metrics and identify bottlenecks and potential routing issues before they begin to impact overall service levels. Your Contact Centre reporting solution should also offer a range of access options, allowing managers to also access performance data via smartphones and tablets or via remote Web browsers.

Granularity is also critical to Contact Centre reporting success. That’s why it’s essential to have both real-time and historical databases for Contact Centre data, with real-time databases having tables for both current and previous intra-hour intervals. Your Contact Centre Reporting should also be flexible in its delivery, ideally offering performance analysis from single agents or specific skills through to large numbers of agents and a range of agent skills across multiple Contact Centre systems.

The ability to extract reporting data from your Call Centre Reporting suite into your Workforce Optimisation tools such as WFM or Wallboards is critical in driving productivity within your Contact Centre.